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SRS2 Guide for Effective Ticket Management

Learn how to efficiently manage tickets in SRS2 CRM with detailed instructions and practical exercises for support teams and managers. Explore preset creation, assigning tickets, and reporting functionalities.

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SRS2 Guide for Effective Ticket Management

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  1. Table Of Contents Table Of Contents Introduction Requesting SRS2 Access Logging In To SRS2 Main View Creating Presets To Manage Ticket Queues Introduction To Shared Presets For Support Engineers Creating Shared Presets For Support Engineers Managing Your Team’s Ticket Queue Assigning Tickets To Support Engineers Managing Your Support Engineer’s Ticket Queue Managing Your Support Engineer’s Ticket Queue By Priority Additional Ticket Statuses Ticket Statuses Block Diagram Ticket Statuses In Detail Additional Ticket Options Introduction To Reports Caseload Report Productivity Report CSAT Report How To Handle Tickets During High Volume Emergency List For Support Managers Practical Exercises *Please note, the links are clickable in SlideShow mode. But, you can right click on a hyperlink and select Open Hyperlink

  2. Introduction Paragon Support Team uses SRS2 (support request tracker 2) as its main CRM (Customer relationship management) tool to process requests from Paragon Customers The guide is split into several sections which should help the reader get up to speed with this tool It is recommended to log in to the system and review each component while studying this guide Make sure to go through SRS2 Guide For Support Engineers to understand SRS2 workflow from Support Engineer perspective. This guide will cover information related to queue and ticket management rather then SRS2 ticket workflow If you have any questions, you can e-mail anton.deev@paragon.software.com or use Skype: anton.deev

  3. Requesting SRS2 Access • To access SRS2 you need Paragon domain credentials • Each role has its own permissions in SRS2 to access different functions (read more about functions in slides #16-17) • Make sure to request correct roles. For example, sales/support engineer role for support engineers. Sales/support manager for manager/supervisor

  4. Logging In To SRS2 Log in to SRS2 using domain credentials: https://srs.paragon-software.com

  5. Main View This is the default view when after logging in It is not very informative, it displays the list of all the current tickets in the system To start managing tickets, check the information in the next slide

  6. Creating Presets To Manage Ticket Queues A preset is a set of selected ticket parameters that will allow you to filter and search for specific tickets to create a specific queue. This queue will have tickets based on the parameters that you selected. Here is an example for creating a preset for all new Japanese tickets that came to SRS2 Navigate to Filter & Search column in the default view after logging in to SRS2 Select the highlighted options: Status = New, Owner = is Unassigned, Language is Japanese Click on Create Preset In the new Windows under Create new personal preset call the preset something functional, Japanese New All, click on Create Preset Make sure to sort tickets by oldest The preset will be saved and will be visible in your preset tab in the main SRS2 menu

  7. Introduction To Shared Presets For Support Engineers • What are shared presets? • They are similar to the regular personal preset that you created in slide #6 • They can be visible to a chosen person or group of people • They cannot be deleted by support engineers • A shared preset will allow the support engineer to view only specific tickets that fall under his responsibility • A shared preset must be created for each support engineer so that he can view his own tickets in New and Open status • When support engineers comes to office, he will log in to SRS2, click on his shared preset and will start working on his tickets

  8. Creating Shared Presets For Support Engineers • Select the following parameters first from Filter&Search column • Click on Find to get a list of tickets • Sort by Created – by Oldest • Click on Create Preset

  9. Creating Shared Presets For Support Engineers • Check Create new shared preset • Write shared preset name • Write the name/names of people for whom you want this preset to be visible • Click Create preset To edit and delete existing presets click on the gears icon Name of shared preset, how it will look for support engineer You can move the tabs

  10. Managing Your Team’s Ticket Queue After logging in SRS2 you need to click on your Team’s queue shortcut which you created in slide #6 The list of new tickets is displayed like this

  11. Assigning Tickets To Support Engineers Make sure that the tickets are sorted by Created by Oldest You can select individual tickets or select all tickets by click the top checkbox After selecting the number of tickets you need to assign to a support engineer Click on Action and select Change owner Select the engineer name and click on Change owner (make sure show comments to Customer is not selected)

  12. Managing Your Support Engineer’s Ticket Queue To check your support engineer’s ticket status, click on the shared preset that you created in slide #8 You will be able to see all New/Open tickets under this engineer’s ownership This will allow you to determine if the engineer requires more tickets for the day Keep in mind that at 20:00 MSK Time (17:00 GMT) all New tickets will be automatically unassigned and moved back to the New queue (this is done to avoid situations with lost tickets when the engineer is away) In the below screenshot we can see that this engineer has enough tickets for the day and does not need new tickets

  13. Managing Your Support Engineer’s Ticket QueueBy Priority Tickets can be sorted by priority Priority is calculated and shown as Paragon Priority Index 1 is the highest priority 5 is the lowest priority In the example below, there are three tickets with different priority. Ticket with priority 1 should be handled first, ticket with priority 3 should be handled second. After handling tickets with highest priority you can resume handling tickets by case age (oldest first)

  14. Add comment: Adds a comment to ticket, visibility can be toggled by using this button Change owner: Changes the owner of the ticket Merge: Duplicate tickets can be merged into one Steps Taken: PPR Team workflow Ticket To Lead: Inside Sales Team workflow To Refund: Workflow for refunding, getting free upgrades, discounts Use this button If you opened the ticket by accident and need to move it back to the New queue Additional Ticket Statuses Use this button to delete a ticket To Bug: If there is an existing task/bug for the Customer issues which is not resolved yet, use this status to avoid automatic follow-ups to Customer until the bug is resolved (make sure to add bug link to Issue field) To Investigation: Used for short duration to resolve an issue that requires several days Close refund: Close tickets which have been refunded Close forwarded to sales: Close tickets which have been forwarded to sales as leads (workflow for sales engineers) Close solution confirmed: When Customer confirms solutions Close without confirmation: For managers only, when the ticket needs to be closed and no other status is applicable

  15. Ticket Statuses Block Diagram

  16. Ticket Statuses In Detail

  17. Ticket Statuses In Detail

  18. Additional Ticket Options Ticket priority flag Ticket number Issue field, you can add a link to Bugzilla or Jira task Allows to change Customer details in the ticket Allows to create a new ticket for the same Customer in case he resolved the original issue and needs help with a new one Notes: Internal comments visible only internally. Used for callcenter workflow. Created: Shows ticket creation date Updated: Shows ticket update date Delayed: Shows for how long the Customer’s response has not been answered in seconds/minutes/hours/days

  19. Additional Ticket Options Option to create a new ticket Reply, Request information, Open, Change owner are all internal SRS2 service status messages Customer response Support response Click on the pencil icon to edit your text in case there are typos in your original reply

  20. Additional parameters are automatic internal parameters except for Source and Escalation Level Additional Ticket Options Source: Is set automatically depending on ticket origin, e-mail, website or call center. Occasionally, source should be changed manually, when a Customer calls on the phone for example. Escalation level: Is set toL1 (level one) by default. It can be changed manually depending on the situation’s seriousness (L2 for experts, L3 for developers, manager for managerial escalation etc.

  21. Introduction To Reports Reports are used to track support KPIs Current reports are explained in detail in the next slides Reports can be accessed from the Reports section

  22. Caseload Report Caseload report shows current amount of tickets under each support engineer’s ownership Report is real time

  23. Productivity Report Productivity report allows to see the number of processed tickets. You can use today or specify a period = date Replies sent show amount of e-mails sent Tickets closed manually shows how many tickets were closed by the engineer Tickets closed automatically shows how many tickets were closed without Customer responding after some time Leads processed shows how many sales leads were processed by an engineer

  24. CSAT Report Customer satisfaction report You can toggle between data for yesterday, today, this week, this month or select a specific date by clicking on Specify Period

  25. How To Handle Tickets During High Volume A

  26. Emergency List For Support Managers A

  27. Practical Exercises After completing each exercise use a free screen capture software to create a screenshot of your results. Send your results to anton.deev@paragon-software.com For example https://www.ispringsolutions.com/ispring-free-camor http://www.ezvid.com/download Create a shared preset for a support engineer where he will be able to see New/Open tickets sorted by Oldest First Create two personal presets: You need to manage New Customer service issue tickets, all languages except for German, French, English and PolishYou need to manage New Technical Issue tickets, all languages except for German, French, English and Polish 3. You need to check all pending tickets for a support engineer. Use Search&Find, use sort, let me know what you are looking for 4. Delete the presets from steps #1 and #3 5. Your support engineer accesses SRS2 but he cannot view any tickets. What do you need to do? 6. Customer replies that the issue is not resolved but we can close the ticket. What status can we use to close it? 7. How many German tickets are in Pending Bug status?

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